Absa Life tops life insurance satisfaction index

Absa Life has emerged as the leading life insurance provider with the most satisfied customers in South Africa in the Consulta South African Customer Satisfaction Index (Sa-csi).

The life, disability and critical illness insurer has led the market on all metrics in the recently published 2021 Sa-csi study, attaining an overall customer satisfaction index of 84.8%, positioning it ahead of the industry average of 81.1%.

“We are passionate about service and this achievement validates one of our foremost goals of prioritising customer needs in pursuit of our closer-to-customer strategy,” says Absa Life’s managing executive, Eugene Strauss.

“A customer will never forget how you made them feel in their greatest hour of need. In the past year we paid out significantly higher volumes of claims than previously. Amongst further interventions to cushion the blow of the pandemic, we introduced premium relief.”

“At Absa Life we embrace digitisation,” says Irvana Singh, head of Customer Experience Management, Absa Life Insurance. “Most of our products can be obtained on our digital platforms, creating convenience and limiting the need to physically visit a branch. We pride ourselves on the service that we offer, including quick turn-around times on claims.

“We also love trying new things – especially if it increases awareness about the value of funeral cover. We offer a year’s worth of free accidental deth cover and if you’re unsure about taking the plunge on funeral, we’ll give you six months of free funeral cover in return for completing challenges, to help you decide.”

The Sa-csi survey noted an increase in complaints incidences across brands in 2021 but found lower incidences of complaints for Absa Life. The results also show the degree to which customers feel they are being treated fairly by their insurer is highest with Absa Life.